Recoveries Manager at Woolworths

Job description

To manage, influence and guide EDC processes and operational tactical/strategic initiatives in order to maximize recoveries through improved efficiencies, productivity, quality processing and also ensuring compliance to SLA's and legislative requirements. Responsibilities further include:

• Relationship management;
• Analysis and reporting;
• Performance / EDC portfolio management;
• Compliance; and
• People management

Relationship Management:

• Actively seeks to understand a range of perspectives and opinions from a network of stakeholders across the business and EDC, incorporating these to create a way forward.
• Draws on a range of techniques to influence others, adapting approach to the audience and circumstances.
• Creates alignment on important / contentious issues and demonstrates an understanding of the impact on the end customer / and financial result.
• Participate and contribute to strategy setting with risk colleagues.
• Creates an environment where EDC's are held accountable for performance, but plays an active role in supporting performance improvements.
• Must be prepared to spend a relevant amount of time on site at the EDC.

Reporting:

• Facilitating and ensuring the generation of standard and ad hoc reports (daily, weekly, monthly etc.) aligned to WFS standards are maintained.
• Identifies trends and takes action that is consistent with available facts, constraints and probable consequences.
• Puts ideas and recommendations into action to solve problems and achieve better results.
• Demonstrates a solution focused mind set.
• Takes ownership of change initiatives in own area of work, removes obstacles and obtains buy-in.
• Displays flexibility in thought and behaviour
• Demonstrate unique thought, increased frequency of idea generation and efficiency in work.
• Performance / EDC Portfolio Management:
• Demonstrates an understanding of collections/recoveries strategy relevant for the EDC as well as the targets associated.
• Can relate executable tasks in an EDC with improved performance/targets and execution against strategy.
• Decisions tends to be made by using what is actually happening versus what was planned, and judges how best to match the one to the other in the future.
• Identifies more than one suitable option to solve a problem, and weighs up the relative pros and cons before making a decision.
• Quick thinker, decisive and action-orientated when faced with challenges and/or unforeseen issues.
• Shows drive, determination and persistence in overcoming obstacles when tackling demanding goals aligned to priorities.
• Make things happen by turning thoughts into action / ensure effective implementation of strategies and tactics.
• Focused on task-related actions
• Measures the performance improvement as a result of implemented actions.

Compliance:

• Ensuring EDC’s comply with relevant regulations and policies including NCA, Prescription, DCA, Admin Orders, MCA and Deceased Estates and TCF/Conduct risk.
• Effectively manage the legal process within agreed turnaround times.

People Management

• Leads a team of resources within a single discipline of a function
• Accountable for the integration and coordination of team outputs to support the Head in achieving the department and function’s objectives.
• Oversee daily activities of team and determine tasks required to deliver required output timeously.
• Allocate duties and responsibilities to subordinates including immediate and future activities, prioritisation of tasks and deadlines.
• Instils a sense of ownership and responsibility in team to drive own development and growth and maintains a culture in which trust and mutual respect are valued.
• Supports a culture where the development of people skills is given the same priority as technical skills and provides opportunities for growth
• Ensures talented people are developed and retained.

KEY COMPETENCIES

• Financial Services Industry Knowledge
• WFS Market Knowledge
• Governance and Compliance
• Customer Satisfaction
• Product Knowledge (WFS Specific)
• Contact Centre / Call Centre

MINIMUM QUALIFICATION

• 3 year relevant degree
• Preferred post-graduate legal qualification

EXPERIENCE REQUIRED

• 5-10 years’ experience in managing Collections operations
• 5 Years’ experience in managing External Debt collections
• Know ledge of collections/ recovery processes and methodologies
• Knowledge of relevant collections legislation
• Sound commercial skills aligned to managing EDC’s
• Facilitation and negotiation – effective at managing and influencing discussion and debate at senior level